Coastal Alabama Community College

On-the-job Training

• Computer Support Specialist Foundational Tasks
  • Answer user inquiries regarding computer software or hardware operation to resolve problems
  • Oversee the daily performance of computer systems
  • Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
  • Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
  • Refer major hardware or software problems or defective products to vendors or technicians for service
  • Prioritizes "tickets" or requests for help based on business need, staff hierarchy or urgency of problems
  • Enter commands and observe system functioning to verify correct operations and detect errors
  • Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
  • Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Sets up and removes employee or client workstations or devices, including setting up access controls
  • Sets up desktop, laptop and other. devices for employees
  • Installs software on network or individual users computers, laptops or devices and sets appropriate access controls or authorities
  • Sets up user identifications and passwords and implements policies regarding passwords and user/administrator permissions
  • Establishes secure external connections to network or desktops using secure remote access technology
  • Installs printers on networks or individual devices
  • Sets up network drives, employee folders and centralized data repositories
  • Sets up email account for users and establishes storage limits and backup parameters
  • Maintains and manages software licenses
  • Removes users from network, archives data and files, removes workstations and disables devices for users exiting the organization or prohibited from using IT resources
• Installs, provides user support for, or troubleshoots hardware and commercial software
  • Uses knowledge base articles or other guidance provided by Clients to troubleshoot user issues
  • Uses logic to discover source of faults and recommends appropriate solutions
  • Demonstrates ability to use basic software, including set-up of preferred default settings, instructs other users on the basic features of standard software packages, and identifies and remedies typical faults in relevant software packages
  • Identifies situations in which the fault must be escalated to a higher-level technology support individual, including an outside vendor
  • Contacts outside vendors or vendor supported help desk to solve difficult problems or procure software patches
  • Prioritizes "tickets" or requests for help based on business need, staff hierarchy or urgency of problems
• Installs, maintains and troubleshoots networks
  • Connects devices to networks using remote access technologies
  • Installs network security software and devices and monitors system for signs of hacking, intrusion, or viruses
  • Tests resiliency of security devices or software and monitors bandwidth utilization
  • Establishes and sets access levels and permissions based on employees' job roles and company policies
  • Assists in setting up, configuring, and managing servers including data storage
  • Sets up user identification parameters on servers
  • Assists in monitoring server use, efficacy of data back-up and storage systems and integrity of redundant systems or technologies
• Monitors and helps maintain network security by adhering to security policies
  • Monitors adherence to password policies, including enforcement of password update intervals
  • Sets user access levels and permissions based on organizational policies
  • Monitors antiviral software to understand potential threats and updates as needed
  • Reads, attends conferences or interacts with other IT professionals to know and understand current threat levels and mechanisms
  • Ensures that encryption technology and access controls are utilized to protect sensitive data
  • Ensures that off-site staff are using secure connections to access network
  • Assists in or monitors use of back-up technologies and network redundancies to minimize risk
• Supports internal or external clients in the use of videoconferencing technology
  • Installs, launches, operates, and troubleshoots software designed to facilitate presentations, web-based conferencing, and audioconferencing (Zoom, Go to Meeting, Cisco WebEx, Microsoft Teams)
  • Sets up, schedules, and manages web-based or video conferences
  • Provides support to users during meetings, conferences, or webinars
  • Sets up user accounts on voice technologies or systems, including voicemail
• Makes minor software modifications to improve performance or customize to user needs
  • Surveys user needs to understand what modifications are needed
  • Inserts or loads organizational templates or standards into software, such as presentation templates in PowerPoint or equivalent software
  • Monitors computer performance and recommends upgrades or modifications as necessary to improve speed or other performance parameters
  • Uses software to set up needed business functions, such as workflows, tracking, archiving or other functions
• Assists in maintaining or updating content and manages user access profiles and authorities for Microsoft SharePoint
  • Sets user / author access permissions based on organization's policies
  • Uploads new content to organization's SharePoint site or removes old content as instructed
  • Tests functionality of links embedded in the SharePoint site
  • Notifies appropriate person if incorrect, outdated or otherwise problematic content is identified
  • Notifies appropriate person if SharePoint site is not functioning properly